Customer Resolutions Assistant

4 months ago

Lilydale, Australia Department of Transport and Planning Full time

Location: North East Region | Lilydale

Job type: Full time

Organisation: Department of Transport and Planning

**Salary**: $56,271 - $72,262

Occupation: Customer Service/Call Centre

Reference: 771

**About the Role**
The purpose of this role is to respond to customer enquiries in accordance with business rules and standards to ensure road users feedback is responded to in a timely manner. The role will balance multiple day to day activities to ensure management information and systems are efficient and fit for purpose. To access the **Position Description, please click here.**
- Provide timely advice, information and responses to customers on policies and procedures.
- Exercise judgement to interpret information and make informed decisions on issues.
- Make suggestions to improve work methods in line with customer/stakeholder needs.
- Proactively follow up and track action items in accordance with established practices.

**Position Outcomes**
- Perform the duty of responding to external customer enquiries for the Region in accordance with business rules, systems and standards, under general supervision.
- Exercise judgement to deliver the road hazard management function for the Region, including timely responses to comments and feedback from road users and the community regarding road conditions and any safety concerns.
- Exercise judgement in organising own work to achieve required outcomes in an environment of multiple activities and competing priorities.
- Perform the task or organising the removal and disposal of abandoned vehicles in accordance with established business rules and legislation.

**Qualifications and Experience**

**Mandatory**

**What we offer**
- Meaningful work shaping transportation systems and urban planning
- Professional growth and development opportunities
- Impact on the community's quality of life
- Work-life balance initiatives and flexible work arrangements
- Competitive remuneration and benefits packages

**Culture Value**
We are an equal opportunity employer, embracing applicants from diverse backgrounds such as veterans, Aboriginal and Torres Strait Islander individuals, LGBTQIA community members, individuals with disabilities and/or health conditions, as well as those from varied faith and cultural backgrounds. At our department, we prioritize the development of a safe, inclusive, and high-performance culture through shared actions and behaviours that align with our strategy and direction. This empowers our employees to effectively contribute to our goals.

**How to Apply**

If you are having any trouble viewing this ad and would like it or any attachments in an accessible format (such as large print), or have any other accessibility requirements, please do not hesitate to get in touch with the contact person listed on the ad.

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